Conflict Management

Conflict Management Kenneth Thomas and Ralph Kilmann developed a model of five (5) conflict handling modes or styles

Thomas-Kilmann Conflict Styles

Thomas-Kilmann Conflict Styles Avoiding (Uncooperative and unassertive) Neglects own concerns as well as those of other parties: does not raise or address conflict issues. Accommodating (Cooperative and unassertive) Seeks to satisfy other person's concerns at the expense of own. Competing (Uncooperative and assertive) Opposite of accommodating. Uses whatever seems appropriate to win.

Thomas-Kilmann Conflict Styles Collaborating (Cooperative and assertive) Opposite of avoiding. Works with other party to find a solution that satisfies both own and other party's concerns. Compromising (Middle ground) Seeks to find a middle ground to partially satisfy both parties.

When to Avoid When an issue is trivial. When there is no chance of getting what you want. When the potential damage of confrontation is greater than the benefits if resolution. When you need to gather more information. When others can resolve the conflict more effectively. When you need to cool down, reduce tension, and regain perspective or composure.

When to Accommodate When you realize you are wrong. When the issue is much more important to the other person than you. When you need a future favor (credit). When continuing the competition would damage the cause. When subordinates need to develop - to learn from our mistakes.

When to Compete When quick, decisive action is necessary. On important issues for which unpopular courses of action need implementing. On issues vital to the group welfare, when you know you are right. When protection is needed against people who take advantage of noncompetitive behavior.

When to Collaborate When both sets of concerns are too important to be compromised. When it is necessary to test your assumptions or better to understand the viewpoint of the other party. When there is a need to combine ideas from people with different perspectives. When commitment can be increased by incorporating the concerns of everyone into the proposal. When there is a history of bad feeling.

When to Compromise When goals are important but not worth the effort of potential disruption from more aggressive players. When two opponents with equal power are strongly committed to mutually exclusive goals. When temporary settlements are needed on complex issues. When expedient solutions are needed under time pressures. As back-up when collaboration or competition fail.

Negative Consequences of Competing Eventually being surrounded by "yes people." Fear of admitting error, ignorance, or uncertainty. Reduced communication. Damaged relationships. Lack of commitment from others. More effort during implementation to sell the solution.

Negative Consequences of Collaborating Too much time spent on insignificant issues. Ineffective decisions can be made by people with limited knowledge of the situation. Unfounded assumptions about trust.

Negative Consequences of Compromising No one is completely satisfied. Solutions tend to be short-lived. Cynical climate: perception by both parties that it is a "sellout." Larger issues, principles, long-term values and the welfare of the company can be lost by focusing on trivia or the practicality of implementation.

Negative Consequences of Avoiding Decisions made by default. Unresolved issues. Self-doubt created through lack of esteem. Creative input lost. Lack of credibility. Anger and hostility generated in subsequent discussions.

Negative Consequences of Accommodating Decreased influence, respect, or recognition by too much deference. Laxity in discipline. Frustration as own needs are not met. Self-esteem undermined. Best solution may be lost.

Conflict Control Use avoidance to ignore the issue. Use accommodating style to allow the other person to resolve the issue. Structure the interaction so that a triggering event is unlikely to occur. Strengthen the barriers that inhibit the expression of conflict. Avoid dealing with the person with whom you are in conflict.

Steps for Confronting Conflict Explain the situation as you see it. Describe how it is affecting your performance or the performance of others. Ask for the other viewpoint to be explained, and listen to the response. Agree on the issues independent of personalities. Explore and discuss the issues, without reference to the problem.

Steps for Confronting Conflict Agree on what each person will do to resolve the issues. Try to agree on the problem. If there is no agreement, discuss issues some more. Explore possible solutions. Agree on what each person will do to solve the problem.

Problem Solving & Decision Making A number of formal, structural problem solving and decision making techniques are taught in organizational management courses. Examples: Kepner-Tregoe (KT) Technique Alamo Technique Cause Mapping etc

Brainstorming Process Everyone must be involved Call out ideas to scribe Build on ideas No idea is too trivial or silly There is no criticism nor judgment on any idea Get as many ideas as possible in the time Objective: solve problems and enjoy doing it

Objectives of Brainstorming Identify the issues rapidly Reach consensus on the most important issues rapidly Determine possible solutions to issues Select the most promising action to solve the problem Agree on who does what Get a commitment Sell the process

Synergistic Decision Making Based on the premise that when people are supportive of one another and follow a rational sequence of activities in dealing with a problem, they can perform beyond the sum of their individual resources. Synergistic decision making requires participation in effective interpersonal and rational processes.

Synergistic Decision Making Interpersonal Processes – involves skills we use when working with others. Listening to others Supporting their efforts to do well Differing with others when necessary in a manner that is constructive rather than defensive Participating equally in group discussions

Synergistic Decision Making Rational Processes – involves the skills we use in thinking a problem through to a solution. Analyzing the situation Identifying objectives (ie., aims or goals) Considering alternative strategies Discussing adverse consequences

Synergistic Decision Making Reaching a consensus is the hallmark of “acceptance” in the effective decision equation: Effective Decision = Quality X Acceptance Lack of agreement regarding a decision places acceptance of the decision and its execution in jeopardy.

Synergistic Decision Making Survival Exercise

Synergistic Decision Making

Synergistic Decision Making

Synergistic Decision Making

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